We've had at least 6 agents somehow click the "Block Caller" button in the 8x8 Work Desktop call logs for the contact centre calling number.
I've not tested exhaustively on how each variation of the blocking mechanism is invoked beyond the obvious.
The documentation is varied and scattered.
Set up Call Forwarding in 8x8 Work for Mobile (another gotcha, 8x8 Work for Mobile handles call forwarding rules differently so you'll need to watch out for users who have the mobile app installed and use that UI to change the rules 🙁)
I don't know how the users seem seem to do it "accidently" because it takes at least 2 clicks.
But I can tell you one thing, the way VCC connects calls using various caller ids to an agent endpoint is extremely frustrating and confusing so no wonder some get blocked.
When you check their call forwarding rules in admin console you'll see:
But also watch out for the following (not sure how/why it was designed this way)
"Blocked callers" seem to be implemented two ways, (not documented well from what I can find), one where the user has clicked "Block caller" as above and the other where they have opened their own personal admin console profile, and within call forwarding rules seen the default "when user gets a call from a blocked caller" rule, enabled it and entered a number or numbers into that list.
What's really bad about the above design is that it's completely un-intuitive.
e.g. trying to remove a number once populated, isn't possible and you need to leave one number in place and disabled the rule on the main page.
In terms of how this awful design impacts VCC agents is significant, and it's not just limited to the above either.
If you were to untick all call-forwarding rules for an agent's 8x8 work extension to avoid creating a mess/unexpected behaviour, then you'll probably find that the call is still hung up at about 15 to 20 seconds by VCC regardless because of some unknown reason.
I've a few feature requests on the whole thing.
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XR-4418
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XR-4470
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XR-4471
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XR-5517
The situation is so bad that call forwarding rules in 8x8 Work should be completely redesigned from the ground up.
While the ability to create complex call forwarding configurations using schedules and nearly limitless rules is useful, for the more common use cases, especially agent's using 8x8 work as their endpoint, they are ABSOLUTELY not fit for purpose.
This may seem like a rant, but if you were to measure how many customers calls get mis-routed because of this design, it is a systemic issue which I don't fully understand how it's allowed to exist in its current form.